Janssen Inc. is recruiting for a Manager, Patient Experience, located in Toronto, Canada. Per our Flex Policy, the expectation for this position is to work in office 3-days per week and work from home 2-days per week.

The Patient Experience Manager within BioAdvance is responsible for managing the strategic design, development and launch of new patient support services and programs across the Janssen specialty portfolio for current and future pipeline products. In cases, where BioAdvance acts as a Service Provider to external manufacturers, the Patient Experience Manager also acts as the account manager for the external manufacturer to design and deliver the contracted patient support services. In order to deliver the new patient support services and programs, this role is focused on providing direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals.

• Design & launch new services to existing programs, new programs for brands or indications and for external manufacturers. Includes cross-functional team member collaboration including compliance and legal leaders, Patient Value Teams (PVTs) and external vendor partners. Establish, negotiate, and inform on contracts with the external vendor partners.
• Coordinate internal resources and third parties/vendors for the flawless execution of projects, develop appropriate project teams with required skill sets and experience, develop team goals and plans, manage performance of team members and assignments to achieve program goals, develop detailed project plans to track progress, assess and manage risk, establish and manage budgets throughout each project, map key processes and assess opportunities for innovation and improvement.
• Establish program goals, objectives, and metrics to evaluate program effectiveness and drive continuous improvement.
• Act as account manager with external manufacturers to deliver on BioAdvance services, pharmacovigilance and other contractual requirements.
• Provide guidance and critical input to PVTs to shape the design of any new Patient Support Programs (PSPs) and expansion or contraction of services of the existing PSPs.
• Lead and manage the hyper care period for new services/programs. Learn and remove post launch barriers to patient experience. Systematically hand off the program to the Operations Manager post the hyper care period.
• Chair Patient Support Steering Committee to ensure all BioAdvance program offerings are compliant and formally approved. In partnership with Drug Safety, Product Quality, HCC, Legal, Compliance and Finance, shape and support a patient-centric approach and ensure activities adhere to laws, regulations and policies pertaining to delivering patient support.
• Engage with Customers and Patients through formal advisory boards and other approved methodologies to garner insights into pain points and opportunities to support.

• Education: Bachelor's Degree is required; MBA or Advanced Degree in related field (business management, sciences) is preferred.
• Minimum 8 years' experience in the healthcare/pharmaceutical industry is required.
• Knowledge of pharmaceutical Go-to-market models, IMC Code of Ethical Practices, Pharmacovigilance standards is required.
• Proven leadership of cross-functional team leaders, C-Suite engagement internally and externally is required.
• Demonstrated learning agility and the ability to work under pressure in a dynamic environment.
• Exceptional demonstrated cross functional collaboration skills; a strong team player with initiative who collaborates well with internal/external partners and stakeholders.
• Demonstrated success in project management is highly preferred.
• Demonstrated success in working and negotiating with large agencies and/or vendors is required.
• Experienced in Brand Planning process, able to translate brand disease state and business drivers into patient support programs and operational requirements; ability to think critically, innovatively and possess strong business acumen.
• Self-motivated with the ability to effectively lead and manage multiple priorities and stakeholders.
• Six Sigma belt trained (Black Belt) lean/six sigma experience is preferred.
• Excellent verbal and written communication skills; well-developed presentation skills, Negotiation skills.
• 10% domestic travel is required.